This audit is the ideal business tool for any company setting out to analyse and improve customer satisfaction levels.

It begins by explaining the customer satisfaction process in detail, then analyses why companies fail to satisfy their customers and sets out a framework - the Stages of Excellence Framework - within which you can develop and implement an effective customer service program.

Overall, the audit will help you to:

• understand and define customers' needs and requirements
• analyse your current capabilities
• assess your competitors' capabilities
• measure gaps between your capabilities and your customers' requirements
• identify and compare the available options for gaining a strategic service advantage
• analyse costs, benefits, risks and trade-offs
• develop new strategies, prioritise initiatives, target results and apportion resources
• structure service offerings and set goals.